Genesys Cloud Architect

Stack

Responsibilities

• ▹Lead the end-to-end architecture and design of Genesys Cloud CX solutions
• ▹Translate business requirements into scalable, secure, high-performing technical designs
• ▹Define and drive the technical roadmap for contact center and CX platforms
• ▹Collaborate with enterprise architects and other technology teams for seamless integration
• ▹Provide hands-on technical leadership across design, development, testing, and deployment
• ▹Guide and mentor engineering teams, ensuring best practices and architectural standards
• ▹Oversee integrations with third-party systems such as CRM, WFM, and analytics platforms
• ▹Ensure solutions meet security, compliance, and performance requirements
• ▹Stay current with Genesys Cloud capabilities and CX industry trends, driving continuous innovation

Requirements

• ▹7+ years in contact center technologies, with strong Genesys Cloud CX expertise
• ▹Proven experience designing and delivering large-scale cloud contact center solutions
• ▹Strong knowledge of IVR, call flows, routing strategies; omnichannel solutions (voice, chat, email, messaging); WFM, call recording, analytics; AI/ML capabilities
• ▹Hands-on experience with API integrations (REST/SOAP) and microservices architecture
• ▹Experience integrating Genesys Cloud CX with CRM platforms (Salesforce, Microsoft Dynamics, ServiceNow)
• ▹Strong background in infrastructure planning, solution design, deployment, and lifecycle management, ensuring high availability and performance
• ▹Solid understanding of business processes and alignment with customer experience technologies
• ▹Deep knowledge of SIP infrastructure, including SIP protocol, Session Border Controllers (SBCs), and load balancing approaches

Soft skills

About the company

Miratech is a global IT services and consulting company that brings together enterprise and start-up innovation, supporting digital transformation for some of the world's largest enterprises. Operating since 1989 with a Relentless Performance culture, over 99% of its engagements succeed. Miratech operates in over 25 countries across 5 continents, employs nearly 1,000 full-time professionals, and grows more than 25% annually.